TPG Support

TPG Broadband Off-Net FAQs

Availability

1.1  How do I check to see if I can get TPG Broadband Off-Net
Please visit the Broadband Off-Net page and click "Check Availability". Once the availability of ADSL to your premises has been confirmed it will still need to be qualified and is dependent on such things as the distance that you are located from the exchange and the quality of the copper cable in place.
1.2  What is involved in an ADSL service qualification check?
ADSL cannot be provided on all phone lines. A service qualification test will check whether your phone line meets the following basic requirements:

  • Your telephone line belongs to an ADSL enabled exchange.
  • Your home or business is within a certain distance from a Telstra exchange building.
  • Your telephone line is a straight PSTN service without any ADSL incompatible equipment such as PABXs, Commanders, OnRamp services, pair gain systems etc.
  • There are no incompatible products associated with your telephone line such as EasyCall® Multiple Number or FaxStream Duet®.
  • A service qualification check will only be carried out after an agreement for the service has been signed. If the qualification check is positive the service will be installed however if the check is negative you will be advised and your signed agreement will be void.

Please note: If your phone line passes the service qualificaiton test, this does not guarantee that broadband can be successfully installed.
1.3  I have ISDN, can I get ADSL?
You will be able to get ADSL if:

  • Your local exchange supports ADSL.
  • You use an analogue telephone service. Charged as a standard telephone line rental.
1.4  What is the ADSL Set up Fee?
In order to use ADSL your normal telephone line must be enabled for ADSL. This is done at the telephone exchange level and it is unlikely a technician will need to come to your home or office. Click here to view the current pricing.
1.5  Does pricing differ for regional areas?
TPG now has nationwide pricing for all our ADSL packages. to view the latest pricing click here.
1.6  I've applied for TPG Broadband, how long until I get it?
Broadband Off-Net and ADSL2+ installation process takes 3 - 5 working days.
ADSL2+ with Home Phone installation process takes 10 - 20 working days.

ADSL Registration Process

  1. Registration - Allow 1 working day.
    TPG receives the completed ADSL Registration form and verifies that the customer has completed all relevant sections.

  2. # Nominated line qualification
    A service qualification test will check whether your phone line meets the basic requirements of installing a broadband connection.

    Please note: If your phone line passes the service qualification test, this does not guarantee that broadband can be successfully installed.

  3. Initial charging
    After qualification is successful TPG bills the customer for:

    Note: Billing period will commence when the service is first activated. Installation will proceed on receipt of payment. Allow 5 working days for direct debit processing.

  4. Service Activation Request
    The application is sent to Telstra for the physical provisioning of the ADSL service and configuration of the customers requested line.

  5. Equipment Configuration and Delivery
    Your modem will be couriered directly to you after TPG has configured it.

    Delivery to metro areas and major towns will take between 1-2 business days and delivery to rural and remote areas will take between 2-5 business days.

  6. Installation of Service
    Customer & Dealer will be advised of installation by e-mail. Customers can obtain free installation support through the TPG Technical Helpdesk. For technical support, ADSL modem set up assistance, configuring email client, and line problems call 13 14 23.

    This service is available:
    Monday to Friday 8:00am - Midnight
    Weekends 9:00am - 9:00pm
    Public holidays 9:00am - 6:00pm
    Or you can visit www.tpg.com.au/helpdesk for further information.

    Installation Status
    The customer's installation can be viewed here. To check your installation status on-line, you will require your username and password. If you have not provided a password, then a temporary password, the same as the username, will be allocated. Note: All time frames are an estimation based on average installations. Estimated installation times do not take into account delays caused by incomplete/incorrect information provided on the customer's application or technical installation issues. Applications with rejections will be delayed.
1.7  I don't have a credit card. Can I still get TPG broadband?
Yes, we also accept direct debit from approved bank accounts (from approved institutions only and subject to a credit rating).
1.8  Why can't I get ADSL?
You may not be able to get ADSL for many reasons but the most common three are:

  • You are too far from the local telephone exchange.
  • The local telephone exchange is not enabled.
  • You want to use an ISDN service, if this is the case try using a fax or private individual line.
1.9  How will I know if and when TPG ADSL is coming to my area?
TPG can record your details and contact you when the service becomes available in your area.
1.10  My ADSL application is in Transpositioning. What does this mean?
Transpositioning is a process performed by the telco to attempt to replace certain lines that are incompatible with ADSL. These lines are not a full copper line all the way back to the local exchange. As they are not full copper lines, they are incompatible with ADSL. The intended outcome of this process is to replace a customer's line, with one that can support ADSL. However, it is still possible that lines which have gone into transpositioning will be rejected.
1.11  What types of infrastructure are incompatible with ADSL that can be bypassed by the transpositioning process?
Pair Gaining (PGS): This is a line splitting process where one copper line is split into two, to allow two telephone services. It is used in areas which have no main copper lines left to enable additional phone services.

Remote Index Multiplexor (RIM): This is a device that splits a Fibre-optic link to an area into hundreds of copper lines. As the copper line only runs from the premises to the RIM, ADSL is incompatible with their line.
1.12  My ADSL application is on Hold. What does this mean?
A Hold status indicates that there has been a delay at your local exchange. This dealy means that your local exchange is at full capacity for ADSL users at the moment, and requires additional ports to be installed. This installation is organised by the telco's infrastructure team, and the time taken to install the ports is completely up to the telco.
1.13  If my ADSL application is on Hold, does this mean I can't get Broadband?
No, it simply means that the telco is waiting for the upgrade on the exchange to complete before they can continue with further testing of your line

TPG ADSL Features

2.1  Do I get a Static IP address?
Yes, all Broadband Off-Net plans come with static IP address.
2.2  Can I get additional IP addresses?
For more information on additional IP addresses, please visit http://www.tpg.com.au/products_services/ip_addressing.php or contact Customer Service on 13 14 23.
2.3  How much will an additional IP address cost me?
On an already established connection there is a once off fee of $59 to set it up. Click here to view the current pricing.
2.4  Do I get access to a dialup backup account?
Yes, a dial up backup account is available with all TPG ADSL services in the event of an ADSL fault customers incur usage charges when accessing their backup dialup services, except where specified with some static, layer 3 ADSL plans. Backup dial-up usage is charged at $1.10 per hour, capped at $16.99 per billing month, except for the Broadband Value 256 plan where dialup usage will be deducted from the customer's 200MB limit and therefore charged at 15c/MB. When using the dial-up back up the Customer will incur additional call connection charges and the Customer will continue to be liable for all charges from their telephone network provider. Customer who use the backup dialup service are encouraged to check with their phone provider that the dialup telephone number they intend to use is a local call number and will not attract STD charges. For details please refer to Backup dial-up service in TPG ADSL Terms and Conditions.

Technical Questions

3.1  If I have ADSL installed on an existing telephone/fax line will my existing service will be cancelled?
No. When an existing service is selected for conversion to ADSL, it will still be available for voice services. However, there may be a very small percentage of services where voice carriers do not allow both to run in parallel.
3.2  Will my normal telephone features work with ADSL?
Your telephone features will work as normal. However, we will not be able to offer you an ADSL service if you currently use incompatible products such as EasyCall® Multiple Number.
3.3  Will ADSL affect the quality of my phone service?
Not at all, your phone and ADSL service reside on totally separate frequencies, so you can make calls or send faxes while surfing the Web, and your phone reception is as crisp and clear as ever. However, C-10 central filters are required to be used on each telephone line outlet you are utilising.
3.4  Will my telephone line work if my ADSL line goes down?
Most likely your telephone will be all right, but conversely if your telephone doesn't work then it's a safe bet that your ADSL service won't be available either. Remember that re-establishing your ADSL connection might be as simple as restarting your computer.
3.5  Does a cordless phone work with the ADSL device?
You require a central filter for each cordless phone attached to your nominated ADSL line. The central filter is available from TPG for $25 each.
3.6  Will a PABX or Commander System work with ADSL?
Yes, but you need to install a central splitter before the PABX or Commander system.
3.7  What will I need if I am running a Back-to-Base security system?
A Central splitter/filter must be installed if you are running a back-to-base alarm system on your phone line. In order to install Central Splitter, one should have Austell approved telecom technician. We normally recommend our dealers.
3.8  Can I use an EFTPOS on the same phone Line?
An inline filter may work however you may require a central splitter especially if there are multiple devices on the line (fax/answer machine/EFTPOS/dial up modem).
3.9  Why do I need a filter on every device?
ADSL services operate on a higher noise frequency in comparison to devices such as telephones, fax machines, Dial up modems, EFTPOS machines and back to base security systems. A C-10 central filter is needed to filter out this high frequency noise. Without the filter, these devices are basically unusable because of the amount of noise being transmitted. Not having a filter on each device will also cause no connection or intermittent ADSL Internet connection.

One C-10 Central Filter for a standard telephone handset comes with every modem/router supplied by TPG. A central filter will be required for every cordless telephone handset and for every fax machine on the same phone line as the ADSL service.

A central splitter must be installed on the service phone line, if you have:
(a) A monitored 'back to base' security system, which operates via the same phone line as the broadband service.
(b) More than 3 telephony devices connected to your broadband phone line.
(c) A mode 3 phone socket connected to your broadband phone line.

Installation of any required central splitter hardware is at the customer’s own expense. The customer should contact an Austel approved technician or Telstra to install the central splitter. For further information contact TPG Sales (contact details are available online at http://www.tpg.com.au/about/contact.php).
3.10  Can I modify a Telstra product on the ADSL line once the ADSL is connected?
No, any modification including (adding/deleting) products will cause the ADSL to become disconnected.
3.11  Should I use LLC or VC MUX?
LLC
3.12  What speeds should I be downloading at?
256Kb: 25-28KB
512Kb: 50-58KB
1500Kb: 140-150KB
3.13  How do I test the above speeds?
Go to the free download page on TPG web site: www.tpg.com.au/downloads. Download a program over 2Mb and record the speeds.
3.14  What do latency, packet loss and transfer rate mean?
Latency: Latency is the period of time taken to move information from one location to another - it is the delay in moving a packet of data. This is most commonly expressed by ADSL users as their 'ping time' - which is actually a measure of the latency in moving a packet from one location to another and back again - otherwise known as the Round Trip Time.

Packet Loss: Packet loss refers to the percentage of packets which, when transmitted in the network, fail to reach their destination. Packet loss, as indicated by tools such as 'ping', indicates the loss in either the outbound or the return direction, and does not indicate the location or direction in which that loss occurred. It is commonly referred to as a percentage, with 0% loss meaning that all packets were carried to their destination successfully.

Transfer Rate: (often called 'download speed' or 'throughput'): This is the rate at which data is transferred over a connection. It is often expressed as a speed in KiloBITS per second or in KiloBYTES per second.
3.15  I have a fixed IP address/s, if I leave my ADSL connection idle for 2-3 days will it disconnect?
No, unless you have things like power save enabled on your PC where it will power down the modem after a defined period of inactivity.
3.16  I have a fixed IP address/s, if I transfer from the layer 2 plan, to the layer 3 plan will I carry the same IP address/s across to this plan?
No, you will not carry over an IP address from the Layer 2 plan to the Layer 3 plan (or vice versa) because of a different number of IP address requirements.
3.17  Can I host a mail or web server on my fixed IP PPPoE Connection?
Yes, as long as your Internet connection remains on. Once you disconnect from the Internet your IP address is no longer accessible, therefore any services you have running on it stops working.
3.18  I have a Vitalcall Service on my telephone line, can I use TPG ADSL?
Customers who have a Vitalcall Service on their telephone line will not be able to use TPG ADSL, as this service conflicts with ADSL.
3.19  My network card is connected at 100mbit/sec. Why is my Internet connection not as fast?
When you see the network icon in the System Tray with the connection speed, whether it is 10/100mbps or 11/54mbps (wireless connections), this simply indicates the speed of the link between the computer and the network device this interacts with. Whether it's a modem/router, a network switch or a wireless access point, the reported speed is a reflection of the connection which is directly plugged into your computer.

However your Internet speed is solely determined on your external line, your modem and the plan you have with TPG. Regardless of the speed of the link between your computer and the modem or access point, your Internet connection should be whatever plan you are paying for with TPG. Expected download speeds for each plan are as below:

Broadband Speed Average Speed in Kilobytes
256kbps ~25-27 kilobytes per second
512kbps ~47-57 kilobytes per second
1.5Mbps ~140-160 kilobytes per second

Modems

4.1  How much faster is TPG ADSL than a regular modem?
TPG ADSL provides blistering performance compared to older technologies and the following table shows some examples.

File Download Speed
File Size 33.6Kbps Modem ISDN 64Kbps ADSL 256Kbps ADSL 1.5Mbit
128kilobytes 30 seconds 16 seconds 4 seconds 1 second
6 Megabytes 24 minutes 12.5 minutes 3.1 minutes 32 seconds
40 Megabytes 2.7 hours 1.4 hours 21 minutes 3.5 minutes
4.2  I'm switching from another ISP to TPG; can I use my existing modem?
Yes, but only if it is a TPG approved modem. We are unable to provide Technical Support for modems other than those that TPG distribute.
4.3  Can I use any modem?
No, TPG has a list of approved modems that have been tested with the TPG ADSL service and are ACA approved. You may install a non TPG approved modem if you wish however TPG cannot provide any assistance with the installation should it be required.
Most importantly, it is a legal requirement that any equipment connected to the ADSL Service must be labelled with the ACA telecommunications compliance mark.
4.4  Does the Free modem offer apply to all TPG broadband plans?
Only the Business Broadband Off-Net plans come with an included Modem Router. Click here for more information.
4.5  What modem/routers does TPG support?
TPG provides technical support for modems/routers that have been purchased from TPG. To view a list of available TPG modems/routers click here.
4.6  What modem/routers can be used with TPG ADSL?
Note: If there is no "limitation" stated next to a modem listed below, then it is compatible to be used in Layer2/PPPoE mode as well as both Bridged and Routed modes under Layer 3.

D-link Modems

  • 100d – Layer 3 only. Bridged
  • DSL200 – Bridged Mode Only
  • DSL 300 – Layer 3 only. Bridged or Routed
  • DSL 300+ – Bridged Mode Only
  • DSL 302G
  • DSL 500
  • DSL 504 series
  • DSL 604T

Dynalink Modems

  • ALE070 – Bridged Mode Only
  • RTA 020 – Layer 3 only. Bridged and Routed
  • RTA 100
  • RTA 220 – Layer 3 Only. Bridged and Routed
  • RTA 300 – Layer 3 Only. Bridged and Routed

Alcatel Modems

  • Speed Touch Home – Bridged Mode Only
  • Speed Touch Pro

Billion Modems

  • BIPAC-711CE - Layer 3 Only. Bridged and Routed

Cisco

  • 827 - Layer 3 Only. Bridged and Routed

Netcomm

  • NB 1200 - Bridged Modem Only
  • NB 1300 series
  • NB 3300 - Layer 3 Only. Bridged and Routed
  • NB 1
  • NB 2
  • NB 5 series
  • NB 5580W
  • NB 9W

Netgear

  • Netgear 602
  • Netgear 604
  • Netgear 632
  • Netgear 814
  • Netgear 824

Draytek

  • DV2500
  • DV2500W

ZyXel

  • P2602H
  • P2602HWL

All other Modems/Routers, you should contact TPG directly for compatibility.
4.7  Can I upgrade my existing Dialup modem to an ADSL modem?
No, ADSL modems are very different technology to any existing dial up modem. If you have an existing ADSL modem it may be able to be used with the service however we recommend that only TPG approved modems be used on the service.
4.8  What do I do if my modem is faulty?
Faulty modems, which were purchased from TPG, are required to be returned to TPG. TPG will then test and replace any faulty modems; up to a year from the date they were purchased. If the modem is over one year old, you need to return it to the manufacture for warranty purposes.
Dlink 1300 766 868
Dynalink 1800 653 962
4.9  What encapsulation type does TPG use?
1483 Bridge for Ethernet Mode
1577 Classical IP for Routed Mode
2516 PPPoE Over Ethernet
4.10  What ADSL type does TPG use?
All plans are now PPPoE.
We have previously offered:
IPOATM
RFC 1483
4.11  I have a Wireless Router. Can I use my TPG ADSL Connection from any location?
Generally speaking, the wireless coverage is large enough to cover most residential premises, but will vary from user to user. The wireless link to your TPG ADSL connection is limited by range, which in turn is determined by a number of factors. These include the number of walls the signal must pass through, the building material of these walls, and the presence of other wireless signals in the area. Once you are out of the range of your wireless access point, you will lose connectivity to your TPG ADSL link, even if other access points are in the area. As such, you cannot use your TPG ADSL connection from any location; you are limited to the range of your wireless access point.

Installation

5.1  Who will install the modem?
Customers can self-install the modem. You just need to follow a simple step-by step procedure supplied with the ADSL modem.
5.2  Does TPG supply installation assistance?
Yes, TPG can provide over the phone consultancy, through TPG's Help Desk on 13 14 23 (option 2, then option 2)
5.3  Do I need to be available when the phone company technician comes to install my ADSL phone line?
You will not usually have to be available when the technician comes to activate your ADSL phone line. The technician may need access to your telephone box to complete the installation, so if it is easily accessible from the outside of the home or office, you do not need to be present for the ADSL phone line connection. If there are unusual circumstances with the installation of your service the technician will be in touch with you and arrange for a suitable time when you are present.
5.4  Do contract installers make specific appointment times?
The TPG contractor will not be able to indicate the exact time of the installation however every effort will be made to identify a block of hours for an appointment for the set up of your service.
5.5  What is the duration of the line and CPE (Customer Premises Equipment) installation session?
The line and CPE installation can take up to two hours and will involve 1-2 people.
5.6  Once my ADSL service is installed, will I be automatically connected to the Internet?
Yes, as long as your ADSL equipment is plugged in and turned on and your PC has been configured for the ADSL service. Dial up and timed call charges do not apply to an ADSL service.
5.7  How do I get a central splitter installed?
Contact an Austel approved technician or Telstra to install the central splitter.

Relocating

6.1  I am relocating, what do I need to do to relocate my TPG ADSL service?
Please visit our dedicated Moving Home Support page for more information on how to relocate your service.
6.2  How much does it cost to relocate my TPG ADSL service?
Click here to view the current pricing
6.3  How long does it take to relocate my TPG ADSL service?
It will take approximately 10-16 working days. However, TPG is able to maintain your ADSL service at BOTH your current location and the location of your transfer, if you can meet the all of the following criteria:

  • You are able to change your static IP address (if applicable)
  • The number your ADSL service is being transferred to is different to your current number. Additional charges apply for this service.
6.4  I currently have a IPOATM or RFC 1483 (Layer Three Bridged or Routed), will I have to change to the new PPPoE (Layer Two) plan?
No, you will not have to change the configuration type of your connection. The option to change is available to you, however costs may apply.

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